I'm not sure what the motive may be, however there seems to be a systematic attempt to misclassify returned phones while in the 30 day trial window. I returned my phone unlocked and in perfect condition, last night I received a message:
Unable to issue full refund
|We received your returned device. However, we are unable to issue you a full refund because your device was received with one of the following issues:
This classification was completely incorrect. During the follow up call I was told they classified it in "C" condition and have charged me $350. I have photographs of the phone taken immediately before packaging it for return that show no cosmetic issues and include the phone in a factory reset, turned on state to show that it was functioning properly. I see that I am not the only one to have faced this issue.
Does anyone have any advice for getting this issue resolved? After speaking to support this morning, I am now waiting for a response from Tier 2 support. To others that may be considering switching to Xfinity Mobile, I offer you words of caution.
Hi Bruce, apologies for your experiences but if needed I could check the status of the tier 2 ticket for you. Please send me a private message with your account information (your name, address and account number).